Connect First is a leading cloud contact center provider established in 2004, offering a scalable platform backed by a dedicated support team and industry-leading uptime of 99.99%. Their services include configurable inbound and outbound calling capabilities, advanced reporting, and a commitment to compliance and security standards like PCI Level 1. With a focus on customer experience and employee satisfaction, Connect First boasts a 97% customer retention rate and has received positive endorsements from clients in various industries.

1. Cloud | Contact Center | Software

2. 522
Customers
2004
32000+
Agents
80,000,000+
Since
Calls Per Month

3. Table of ContentsSection 1
A
bout UsSection 2
3 Pillars for a Great Customer ExperienceSection 3
Products Section 4
S
olutionsSection 5
Compliance & SecuritySection 6
How We Rank vs. CompetitorsSection 7
Customer Testimonials
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8
12
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4. Connect First is a leading cloud contact center
infrastructure provider that focuses on exceptional
customer experiences and rock-solid reliability. Connect
First’s robust platform is designed and supported by a
team of highly experienced engineers, architects and
business analysts, in addition to being backed with award-winning,
in-house customer support.
With low up-front costs, unlimited scalability, and mature
technology, our system works for you to achieve all
your contact center goals. We can enable you to easily
and seamlessly create a workforce of at-home and
location-based call center agents, allowing you to focus
on your business instead of your infrastructure. With
agile integration, best-in-class service reliability and
24/7 support, it’s no wonder over 500 customers have
trusted us to date. But don’t take our word for it, see how
Connect First compared to the other top-ranked cloud-based
contact center vendors in an independent survey of
the industry by DMG Consulting.
About Us
4

5. Who We Are
Connect First was founded in 2004, making us one of the most experienced players in the cloud contact center
industry. We’re a family of car-racers, parents, mountain climbers, dog lovers, foodies and everything in-between.
We hang our hats on creating simple, easy-to-use products that solve complex telecommunications problems, all
while backing up those products with world-class customer service.
Software-as-a-Service (SaaS)
Connect First recognizes that a capable telecommunications partner enhances the power of your company. Our
Software-as-a-Service model delivers the tools that empower your company’s call center agents to operate at
their peak productivity. Connect First’s suite allows your staff to be effective, efficient, and precise. Whether you
have 100 in-house agents or 5000 at home, our cloud model is designed to satisfy a seamless operation for your
business. Our call center services are offered on-demand, and are available as your company’s needs change.
Connect First’s high-growth culture will help you expand your global footprint and accelerate revenue.

6. 3 Pillars for a Great Customer Experience
We create an on-going consultative partnership with you. Through a combination of solid knowledge of the capabilities of our products and constantly inquiring about your evolving business needs, we build trust with each and every one of our clients. We become naturally aligned with our customers and consistently put ourselves in an excellent position to produce successful results.
In everything we do, we believe in putting our customers first, which is why it’s no surprise that we have an industry-best 97% customer retention rate. None of our support is outsourced to other countries or establishments, and much of the Connect First support team is comprised of ex-IBM/Apple geniuses housed right here in our home office in Boulder, Colo. Each and every member of our support team receives extensive training that enables them to answer and resolve any questions/ problems that you may have. Further, we believe that if you have any questions about our technology, you shouldn’t have to pay to have them answered. All of our support is free, with no additional charges for premium support. Lastly, each of our clients has a dedicated account manager to assist with training and support, as well as to provide business expertise in order to maximize the utility of Connect First’s products and ensure best-in-class support.
Many vendors claim to be reliable, but the fact of the matter is their architecture is outdated or poorly designed, lacking geographical redundancy. For 10 years, Connect First has experienced 99.99% uptime. We are in 3 data centers: Dallas, Denver and Atlanta. Within each data center there are clusters of servers (application servers, SIP servers, reporting servers, recording servers, etc.) which are redundant to other clusters. Data centers are also redundant to one another and traffic is load balanced through 8 outbound carriers and 5 inbound toll free carriers. This ensures that there are no carrier issues that keep a client from making or receiving calls. To put it simply, we have no single point of failure within our infrastructure. Additionally, Connect First is PCI Level 1 compliant to ensure safety with transactions, and has an award-winning compliance suite to protect customers from the Telephone Consumer Protection Act (TCPA) legislation.
We believe that a world-class customer experience has a direct correlation to the happiness of our employees. If our employees feel undervalued, that will shine through in their interactions with customers. All employees are paid competitive salaries, have unlimited paid days off, get the best healthcare and 401k on the market. Additionally, employees receive world-class perks, including pet insurance, free gym memberships, free weekly catered lunches, and a pet-friendly work environment. Our employees love working at Connect First, and this positive cultural experience acts as a driving force behind our customer service successes.
F
anatical Support
R
ock-Solid Infrastructure
E
mpowered Employee Experience
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7. “Without the strength of our
culture and the passion of our
employees, we would not be
able to provide the level of
industry-leading customer care
that Connect First is known for”
Geoff Mina, CEO & Co-Founder

8. Gain total control over your inbound call flow with the Inbound Call Routing Platform. Key features such as skills-based agent selections, flexible scheduling, and our proprietary QueueFlow routing engine ensure you can easily route calls to follow your exact specifications. Our management platform allows you to easily manage and monitor your contact center from anywhere in the world with just a browser and an Internet connection.
ACD
Our outbound dialer ensures you get all the benefits of an on-premises dialer, without the delays, headaches, and costs. Once your agents log on, they can immediately begin connecting with live customers answering their calls. Our outbound dialer ensures you get all the benefits of the on-premises dialer, eliminating the delays, headaches and costs.
With our award-winning Cloud Routing functionality, you can easily manage spikes in your call volume, business continuity, and load balancing. Cloud Routing helps you to effectively manage your call traffic through the use of multiple destinations where, according to your preferences, calls are distributed.
Our platform delivers hundreds of detailed “out of the box” reports, including inbound/outbound reports, agent reports, survey reports, and more. These reports are invaluable for driving agent performance, as well as making timely business decisions based on changes in customer behavior. The system’s report scheduler allows for recurring reports to run weekly, daily, hourly, etc.
D
ialer
Cloud Routing
R
eporting
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9. You can drive greater satisfaction
and reduce costs with our powerful
Interactive Voice Response (IVR)
platform and our all new HTML 5
IVR Studio. We can provide you
with a best practices approach to
IVR, guiding callers according to
predetermined options and call
tones. For more complex IVR, we’ll
work directly with your development
team to ensure that they match your
customer service goals.
Consumers today are searching for
ways to connect through simple
interactions. With OnQ Live Agent
Chat, customers can easily interact
with the cloud-based contact center
through the website. Simply click on
the chat option and the “caller” is put
into the queue. The first available
agent will take the “call” and interact
with the customer, providing the
necessary information or assistance.
The efficient and effective
management of your contact center
operations rely on access to real-time
streaming data. Design your
strategies to enable your agents to
respond instantly to client demands
with informative and intuitive
real-time statistics. Fully-integrated
remote call monitoring and visual
alerting ensures you achieve the
highest possible level of call center
quality assurance and customer
service.
Realizing a strong ROI on contact
center campaigns is always a
challenge. Call Tracking allows
you to capture vital statistics and
contact center metrics so you can
maximize your advertising dollars and
telemarketing strategies. Need more
advanced call flow functionality? Our
team of expert engineers can design
a low cost IVR solution to meet your
needs.
IVR Live Agent Chat Real-Time Analytics Call Tracking
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Products

10. 10
The Connect First platform for Customer Service teams provides all of the necessary functionality to enable your team. From key reports for the management team to an intuitive dashboard for agents with integrations to your CRM – our cloud platform will help you elevate your business to create an unstoppable customer service team.
Connect First’s contact center solutions for Sales & Marketing teams brings together the best features for finding new leads and delivering improved results on campaigns. You will be able to streamline your process with enhanced efficiencies that allow you to capture new lead information quickly. In addition, you can easily create and modify campaigns and scripts. You will also get deep visibility into all aspects of sales and lead generation activities with the reporting capabilities built into the suite.
Being in an industry where confidential transactions take place every second online or over the phone, it is pertinent to have a system in place not only to ensure a quality connection to your customers, but also a secure one. From banking to collections to financial advisors and mortgage, supporting the finance industry’s many day to day activities is critical – so why not make it easy?
Customer Service
S
ales & Marketing
F
inance

11. 11
Provide the most innovative and flexible solution to
your clients with the Connect First’s solutions for BPOs.
As a Business Process Outsourcing (BPO) organization,
it is necessary to make your organization responsive to
fast changing market conditions and to be scalable for
business fluctuations. Because Connect First is a cloud-based
solution, outsourcers can scale up or down on
a monthly basis, ensuring that you are never paying
for more than you use. Cloud-based BPO solutions can
help you keep your clients happy with flexible staffing
and technology options.
Your business relies on the charitable contribution
or volunteer efforts from individuals who believe
in your cause. While technology has made
it possible to connect in many ways, donors
increasingly still want to be able to speak with
a person at your organization over the phone.
Connect First has spent years working with large
non-profit organizations such as the World Wildlife
Fund, Wounded Warrior Project, and ASPCA.
Delivering exceptional technical support is
a necessity in this day and age. Customer
experiences can be the deciding factors
between two competing companies. Quick
response times as well as efficient resolution
times can save a call center both problems and
money. Of absolute importance is dependable
uptime of the call center solution.
Fundraising BPO Tech Support
Solutions

12. If you need the ability to dial cell phone numbers without worrying about TCPA compliance, you can request to have a new account created that has no “capacity” for predictive/preview dialing. This account uses a new outbound architecture that does not have access to Predictive, Preview, or Power Dialing. List-loading and Campaign Management for this mode are almost identical to our normal preview dialer, but are completely separate from the original platform making it a safe application. It’s no wonder Connect First Safe has won multiple awards!
SAFE
Mode
Compliance & Security

13. PCI Compliance
Connect First is an approved provider under the PCI DSS (Payment Card Industry Data Security Stand) Certification. Connect First clients can be assured of the highest security standards when conducting payment card transactions through the Connect First Platform. PCI DSS certification requires the company to meet with 12 requirements designed specifically to protect cardholder data, implement strong measures for access control, build and manage a secure network, consistently test and monitor the networks, and ensure the ongoing maintenance of vulnerability management applications and policies regarding information security.

14. How We Rank vs. Competitors
Connect First Ranked 1st Amongst Competitors in:
Product System Upgrades
Responsiveness Implementation
Product Innovation Service & Support
Overall Vendor Satisfaction
DM
G Consulting Cloud-Based Contact Center Infrastructure Report:
This is the sixth edition of DMG Consulting LLC’s Cloud-Based Contact Center Infrastructure Market Report. This Report is recognized worldwide as the most comprehensive analysis of this expanding and highly competitive IT sector. It addresses vendors, product functionality, technology, trends and challenges, planned innovation, market share, adoption rates, benefits, return on investment, pricing, implementation best practices, customer satisfaction, and company reviews.

16. “CollegeBound’s dial rate has
tripled since taking on Connect
First and the reporting tools are
significantly better in every way.
List management has changed
drastically, as have the answer
rates. Call times have also
improved, which is something
that nearly every Connect First
client will discover. ”
– Alex Levy, CTO

17. After an exhaustive search, we
selected Connect First as our
call center infrastructure partner.
Not just because of their world-class
platform, but for their future
vision, unmatched customer
service, and willingness to
understand our business and
partner with us to create a truly
unique and highly sophisticated
call center service.
– Ken King, Chief Compliance Officer

18. 3101 Iris Avenue Suite 200
Boulder, colorado 80301
P: 888.965.1588
E
: info@connectfirst.com